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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.



5 Ways to Engage your Customer Support Teams

Customer support team engagement levels are high on the agenda in the customer contact industry. With happy and engaged employees providing the best levels of customer experience, and customer experience being a make or break factor for many would-be customers, can you really afford to ignore how your employees are feeling?…   Opportunities for progression […]



6 Reasons you Should Consider Outsourcing your Customer Service

Customer service can make or break a brand. In this very public and social-orientated age, relationship marketing should be top of your agenda. Happy customers are ambassadors for your brand and customer service is a high-priority for customer satisfaction. Outsourcing is a great way to make sure that you get this right, right from the […]



5 Contact Centre KPI’s you Need to Know

Every department in your business should be working to a set of key performance indicators (KPI’s), and your Customer Service Team are no exception. While most brands are aware they should be tracking their customer service performance, many are unsure as to how and what metrics they should be looking at. Here are some key […]



Multi-channel or Omni-channel Customer Support: What’s the Difference?

Your customers expect (and deserve) more than just ‘good’ customer service. If you want to keep up with the competition, you need to offer your customers an exceptional experience- and that calls for a fantastic omni-channel strategy. So, what’s the difference between multi-channel support and omni-channel support, and why’s it so important? Let’s break it […]



Top Tips for Multilingual Customer Support

Multilingual customer support is important. In today’s online World, your customers expect to be able to talk to your Customer Service Team- no matter where they are. In fact, according to a 2014 report from Common Sense Advisory, 74% of customers would be more likely to purchase from a company that offered post-sales support in […]

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